Smooth-On Mold Making and Casting Materials
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Terms and Conditions

Ordering Online
Only the following payment methods are accepted online: Mastercard, Visa, AMEX only. No C.O.D.! Internet orders available only in the contiguous 48 U.S. states.

Freight
Freight charges and hazardous goods shipping charges (if applicable) are extra and will be added to all invoices.

Taxes
We are required to charge you sales tax in some states. If you feel you are tax exempt, please contact us to receive instructions. We cannot apply a tax exempt number retroactively. You will be notified either by phone or e-mail of any pricing issues and all final charges including freight and/or hazardous shipping charges (if applicable) prior to processing your order.

Integrity of Information
Smooth-On, Inc. and its affiliates attempt to be as accurate as possible in describing products. However, we do not warrant that product descriptions or other content of this site is 100% accurate or error-free Smooth-On, Inc.  makes no warranties, either express or implied, as to a product's suitability for a particular application, or that any such use will not infringe a copyright or patent. User shall determine suitability of the product for the intended application and assume all associated risks and liability. Smooth-On, Inc. is not responsible for typographical errors, and will correct any discovered errors upon notification.


Shipping Information

  • We accept only Visa, MasterCard or American Express - No C.O.D.s
  • We can only accept online orders for the lower 48 states.
  • Some materials are hazardous to ship via UPS. Hazardous shipping fees may apply, and this is indicated in the product description.
  • UPS requires a full street address, i.e.: St., Rd., Blvd, Dr., Ct., etc. We can NOT ship to post office boxes.
  • Orders are processed and shipped Monday through Friday during normal business hours.
  • ORDERS MAY TAKE UP TO 3 DAYS TO PROCESS BEFORE THEY ARE SHIPPED

What Carriers Do We Use To Ship Material?

We use UPS to ship trial units, gallon units and 5-gallon units of our material within the Continental USA.  55-gallon drum units and 275-gallon tote units are shipped via common truck carrier.  Tanker car loads are shipped via contracted specialty carriers.

Shipping Errors, Delays or Damage Caused by UPS

Smooth-On is not responsible for errors or delays caused by UPS.  If you encounter a shipping error or delay, call UPS toll-free at 800.742.5877 and have your tracking number available so that UPS can assist you.  If you receive a package that was damaged in transit, call Smooth-On customer care toll-free at 800.762.0744 for service (8:30 am – 5:30 pm EST, M – F).


Smooth-On Returns Policy

If you purchased material from a Smooth-On distributor, please contact the distributor to discuss their returns policy.

If you purchased material directly from Smooth-On, we will accept material for return if;

1. The request to return material is made within 30 days of original invoice date.
2. It has not been opened and is in original packaging.
3. It has at least 50% shelf life remaining.

Important; all returns are subject to a 20% restocking fee.

To determine if material is suitable to be returned;
Look on either the outer carton or individual container labels to find the six digit lot number for both Part A and Part B. Call Smooth-On at (610) 252-5800 (Eastern Standard Time) and give the lot numbers for Part A and Part B to an associate in the technical service department.

Based on the lot numbers you provide, a date of manufacture will be determined.

If a material is deemed suitable to be returned;
A Return Authorization Number will be issued.

Note; Material returned to Smooth-On without an RMA will be refused or processed without credit being issued.

Send material FREIGHT PREPAID, to:
Smooth-On at 2000 Saint John Street, Easton, PA 18042

Appropriate credit will be made to your account or credit card when the returned product is verified using above criteria. All returns are subject to a 20% restocking fee.

Please contact Smooth-On at (610) 252-5800 if you have questions regarding this policy.

Technical Assistance Policy

Our technical service department receives many phone calls and e-mails daily.

Technical help is a free service offered by Smooth-On, Inc. to assist end-users of rubbers, plastics, foams and other materials in realizing their project objectives. Each Smooth-On technician has experience using materials and has been exposed to a variety of applications that qualifies him or her to offer technical support.

We find that people often have the wrong impression as to just what our responsibilities are in offering this service, and want to be very clear about what you should and should not expect from us.

Discussing your project objectives and then recommending a material or combination of materials that we think will you meet your objectives is the best we can do in making a recommendation.

We can never guarantee or warranty that any Smooth-On product will work for your specific application for the simple reason that, in using these materials, there is a lot that can go wrong that is not material related. We have no control over the many processing variables associated with working with these materials such complexity of the project, aptitude of the user (experience and ability) and processing conditions such as environment.

Beginners especially have a high rate of "first time" failure due to inexperience with these materials and mold making/casting in general. Smooth-On is responsible for the quality of the material that you buy, not the experience level of the end-user. Because no two applications are quite the same, a small test application to determine suitability is recommended if material performance is in question. User shall determine suitability of the product for the intended application and assume all associated risks and liability.

We want you to be successful every time! If you are new to mold making and casting, your best defense against product failure is to read the technical bulletin for the product you are using and follow directions carefully.

You can also consult our ‘How to Make Molds and Castings' handbook, watch our Mold Making & Casting How-To videos Online or consult our extensive FAQ library.


Warranty Information

Smooth-On will warranty silicone products for six months from date of manufacture in unopened containers stored at 73 F/23 C.  Elevated temperatures will quickly shorten the shelf life of silicones.  Smooth-On will warranty all other products for 1 year from date of manufacture in unopened containers stored at 73 F/23 C.

Smooth-On Quality Control Testing

Smooth-On has an extensive quality control program that tests the quality of incoming raw materials. Our raw materials are delivered to us in large tanker cars.  Material cannot be off loaded from delivery tankers unless they are tested and meet our quality control standards.  If it does not pass our incoming quality control testing, the material is refused and trucked back to the manufacturer.

We then test each batch of material while the batch is being blended in our large mixing vessels (work in process testing). 

Finally, the material is tested a final time before being dispensed into packaging containers.

Probability of Defective Material

It is extremely rare that a material makes it past our quality control laboratory and is shipped to end users.  People often believe that material that did not work as they expected is defective.  User error, material incompatibility, cure inhibition and other non-material related variables are usually the cause.

Smooth-On makes millions of pounds / kgs. of silicones, urethanes, epoxies, polysulfides, release agents and other materials every year.  Our batch sizes can be as large as 30,000 lbs. / 13,600 kgs. and the material is packed into tote units, drum units, 5 gallon units, one gallon units and trial units.

Thousands of units from a single batch are shipped to customers all over the world.  If, in the rare event, a material is defective and is shipped from our factory, we hear complaints from hundreds of customers in a short period of time.

We then launch an investigation to verify that the material in question is defective.  If confirmed to be defective, we make every effort to trace shipments and contact recipients who may have received this material.  We will then make arrangements to replace the material.

What You Can Do To Verify If A Material Is Performing Normally . . .

1.       Make sure you have fresh / new material.  Material that is beyond shelf life or has been opened may not perform properly.

2.      Re-read the technical bulletin.  Make sure you know the correct mix ratio, working time, etc. for the material.  Make sure the material is at room temperature (73 F / 23 C) and you are in a low humidity environment (less than 50% RH).  Pre-mix both Parts A & B individually as directed by the technical bulletin.

3.       Carefully measure, mix and dispense at least 100 grams total of material into a new, clean plastic cup and allow material to fully cure as directed by the technical bulletin.  If the material cures in the cup, but is not curing against your model, in the mold or against a surface, the problem is not the material.  You can then visit the FAQ section of www.smooth-on.com help trouble shoot the cause of your problem.

If material is partially cured in the cup, repeat test making sure that the material is at room temperature and you mix as directed by the technical bulletin. Partially cured material is often a symptom of a cold environment and/or insufficient mixing.

If, after testing, you suspect that a material is defective. . .

You can contact Smooth-On either by phone or e-mail.

E-Mail;  send an e-mail to the Smooth-On technical service department by clicking here.  Provide the name of the product, the size container, when you purchased it, where you purchased it and the lot numbers provided on the product labels or outside of the box indicating "Lot #".

By Phone; call (610) 252-5800 and ask for the technical service department.  Provide the name of the product, the size container, when you purchased it, where you purchased it and the lot numbers provided on the product labels or outside of the box indicating "Lot #".

After receiving your information, what does Smooth-On do?

First, we check our "customer complaint log".  If we see at least 3 complaints about the same product and lot number, we automatically test retained material that we store at Smooth-On for a period of 1 year after a batch of material is made and shipped.  If confirmed to be defective, we make every effort to trace shipments and contact recipients who may have received this material.  We will then make arrangements to replace the material.

If we have had fewer than 3 complaints about a product, we will discuss your processing with you to try to determine a cause for material not performing as expected.  Part of the trouble shooting process may include asking you to e-mail images of your project to us, send us your cured material or send us the unused portion of the unit in question for us to test.  We will do our best to make you successful with our materials.

Packaging Problems & Issues – Product received that is damaged in transit, exhibiting leaking, etc., needs to be reported within three business days of receipt of material to the seller that you bought the material from.


Privacy

Smooth-On, Inc. is committed to protecting your privacy. This Statement of Privacy applies to Smooth-On, Inc. Web site and governs data collection and usage at all Smooth-On, Inc.. sites and services; it does not apply to other online or offline sites, products or services. Please read the  Smooth-On, Inc.. Statement of Privacy.  Smooth-On, Inc. is a general audience web site, intended for users of all ages. Personal information of all users is collected, used and disclosed as described in this Statement of Privacy.

Smooth-On, Inc. is a general audience web site, intended for users of all ages. Personal information of all users is collected, used and disclosed as described in this Statement of Privacy.

Collection of your Personal Information


As an E-commerce Web site, Smooth-On, Inc. collects personal information, such as your e-mail address, name, home or work address or telephone number. Information collected by  Smooth-On, Inc.. is used solely for the purpose of billing and shipping your online purchases. Smooth-On, Inc., Inc. does not collect any information about your computer hardware and software.

Smooth-On, Inc.. encourages you to review the privacy statements of Web sites you choose to link to from  Smooth-On, Inc.. so that you can understand how those Web sites collect, use and share your information. We are not responsible for the privacy statements or other content on Web sites outside of the  Smooth-On, Inc.. Web site.

Use of your Personal Information


Smooth-On, Inc. and its operational service partners collect and use your personal information to process product orders and deliver the products requested. It is possible that Smooth-On, Inc. may also use personal information to inform you of other products or services available from DWS and its affiliates. Smooth-On, Inc. may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered.

Smooth-On, Inc. does not sell, rent or lease its customer lists to third parties. Smooth-On, Inc. may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your personal information (e-mail, name, address, telephone number) is not transferred to the third party.

We occasionally hire other companies to provide limited services on our behalf, such as handling the processing and delivery of mailings, providing customer support, processing transactions, or performing statistical analysis of our services. We will only provide those companies the personal information they need to deliver the service. They are required to maintain the confidentiality of your information and are prohibited from using that information for any other purpose.

Smooth-On, Inc. does not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.

Smooth-On, Inc. may access and/or disclose your personal information if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Smooth-On, Inc. or the site; (b) protect and defend the rights or property of Smooth-On, Inc., including its Web site; or (c) act under exigent circumstances to protect the personal safety of users of Smooth-On, Inc. or the public.

Personal information collected on this site may be stored and processed in the United States or any other country in which Smooth-On, Inc. or its affiliates, subsidiaries or agents maintain facilities, and by using this site, you consent to any such transfer of information outside of your country. Smooth-On, Inc. abides by the safe harbor framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of data from the European Union.


Control your Personal Information

Smooth-On, Inc. offers its customers choices for the collection, use and sharing of personal information. You may go notify us of your preferences by contacting us. Please be sure to provide complete account information so we can identify you in our records.

You may also stop the delivery of future promotional e-mail from Smooth-On, Inc. by responding directly to any email you receive with a request to remove you from the mailing list

Security of your Personal Information

Smooth-On, Inc. is committed to protecting the security of your personal information. We use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use, or disclosure. For example, we store the personal information you provide on computer systems with limited access, that are located in controlled facilities. When we transmit highly confidential information (such as a credit card number) over the Internet, we protect it through an EV-SSL Cerfiticate verified by GeoTrust.

Changes to this Statement

Smooth-On, Inc. will occasionally update this Statement of Privacy to reflect company and customer feedback. If there are material changes to this Statement or in how Smooth-On, Inc. will use your personal information, Smooth-On, Inc. will prominently post such changes prior to implementing the change. Smooth-On, Inc. encourages you to periodically review this Statement to be informed of how Smooth-On, Inc. is protecting your information.


Smooth-On, Inc. Copyright © 2011
2000 Saint John Street, Easton PA 18042 | Order Desk: 800.762.0744 | Fax: 610.252.6200 | Tech Help: 800.381.1733 or 484.546.0466

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